STRATEGI KOMUNIKASI CUSTOMER SERVICE BANK CENTRAL ASIA KCP TELUK MAS JAKARTA UTARA UNTUK MENINGKATKAN NILAI BRANCH SERVICE QUALITY

APRILLA, ANGGI (2019) STRATEGI KOMUNIKASI CUSTOMER SERVICE BANK CENTRAL ASIA KCP TELUK MAS JAKARTA UTARA UNTUK MENINGKATKAN NILAI BRANCH SERVICE QUALITY. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

The good service will became a reflection of the quality of the company. Banking competition is getting tougher makes each company focused on service, where companies need communication strategies to provide good service to customers. PT Bank Central Asia (Persero) Tbk KCP Teluk Mas has experienced a significant increase in service quality in 2018 compared to 2017, therefore we need a communication strategy for the activities of customer service in dealing with customers. This study used the theory of communication strategies and discusses what customer service strategies in serving customers as follow how to deliver messages, content of communication, methods of delivering messages and grouping customer categories. The Researcher used qualitative method with the case study method is descriptive. The data obtained by used observation techniques, in-depth interviews with key informants from customer service PT Bank Central Asia (Persero), Tbk KCP Teluk Mas Jakarta Utara, library studies, and documentation studies. The focus of the research is on how customer service communication strategies provide service to customers. Key words: Communication Strategy, Customer Service, Deliver Message Strategy Pelayanan yang baik akan menjadi cermin kualitas dari suatu perusahaan. Persaingan perbankan yang semakin ketat membuat masing-masing perusahaan berfokus pada pelayanan dimana perusahaan membutuhkan strategi komunikasi untuk memberikan pelayanan yang baik kepada nasabah. PT Bank Central Asia (Persero) Tbk KCP Teluk Mas mengalami kenaikan yang signifikan mengenai kualitas layanan pada tahun 2018 dibandingkan dengan tahun 2017 untuk itu perlu Strategi komunikasi terhadap aktifitas customer service dalaman menangani nasabah. Penelitian ini menggunakan teori Strategi komunikasi dan membahas mengenai apa saja strategi customer service dalam melayani pelanggan yang meliputi cara penyampaian pesan, isi komunikasi, metode penyampaian pesandan pengelompokkan kategori nasabah. Peneliti menggunakan metodologi kualitatif dengan metode studi kasus bersifat deskriptif. Data diperoleh dengan menggunakan teknik observasi, wawancara mendalam terhadap key informan dari customer service PT Bank Central Asia (Persero), Tbk KCP Teluk Mas Jakarta Utara studi kepustakaan, dan studi dokumentasi. Fokus penelitian ada pada bagaimana strategi komunikasi customer service dalam memberikan pelayanan kepada nasabah. Key words: Strategi Komunikasi, customer service, Strategi penyampaian pesan

Item Type: Thesis (S1)
Call Number CD: FK/BRD. 19 096
Call Number: SK/42/19/001
NIM: 44216110100
Uncontrolled Keywords: Strategi Komunikasi, customer service, Strategi penyampaian pesan
Subjects: 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
Divisions: Fakultas Ilmu Komunikasi > Hubungan Masyarakat
Depositing User: Dede Muksin Lubis
Date Deposited: 05 Jul 2019 03:58
Last Modified: 11 Oct 2019 08:53
URI: http://repository.mercubuana.ac.id/id/eprint/49475

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